Coach

• Complete required monthly interaction reviews across calls, chats, and emails.
• Conduct audits for agent certification, recertification, and readiness validation.
• Review customer interactions, assessments, coaching records, and process adherence for certification decisions.
• Document audit findings, quality observations, gaps, risks, and recommendations accurately.
• Complete and upload daily close-loop analysis of CSAT, FCR, and VOC survey results, including Extremely Dissatisfied, Dissatisfied, Neutral, FCR 2, FCR 3, and Not Resolved responses.
• Prepare Month-to-Date CSAT and FCR reports for Operations Leadership.
• Identify top CSAT detractors, non-FCR drivers, process gaps, and customer pain points.
• Provide SMART feedback and actionable recommendations to support coaching and improvement plans.
• Partner with Operations, Co-Performance Coaches, Training, SMEs, and Leaders to address quality opportunities.
• Support QA calibration sessions to ensure consistent audit and evaluation standards.
• Monitor and document NorthStar behaviors, pitch-rate opportunities, and Boost coaching opportunities where applicable.
• Ensure QMA, Coaching Manager, and other required documentation are completed accurately and on time.
• Support quality-related refresher training or knowledge sharing based on QA findings and trend analysis.
• Maintain operational awareness through call, chat, or email shadowing or handling exposure.
• Support internal audits of quality records, certification documents, and coaching documentation.
• Perform other tasks or projects assigned by the immediate superior.

Performance Coach improving customer support quality at RELX

Performance Coach

Performance Coach improving customer support quality through audits and coaching at RELX. Collaborating with cross-functional teams to drive performance improvement initiatives.

• Coach and mentor Customer Success Managers (CSMs) to improve customer satisfaction, retention, and relationship management
• Conduct quality reviews on customer interactions (calls, emails, task updates) and provide detailed feedback
• Develop and deliver coaching plans tailored to individual performance metrics and team goals
• Collaborate with leadership on team skill development, training needs, and continuous improvement
• Lead training sessions and skill refreshers to reinforce best practices and performance standards
• Maintain standardized coaching documentation and feedback tools
• Track, report, and analyze coaching effectiveness and performance trends

Client Relations Coach developing and elevating performance of Customer Success Managers at a corporate level

Client Relations Coach

Client Relations Coach responsible for developing, supporting, and elevating performance of Customer Success Managers. Role involves coaching, quality assurance, and training delivery for long-term client success.

• Act as the subject-matter expert for coaching frameworks, methodologies, and best practices within Wing.
• Partner with supervisors and managers in the bottom performance quartile, providing individualized coaching, shadowing, and skill reinforcement.
• Conduct triads and live coaching observations, delivering constructive feedback and documenting behavioral improvements.
• Ensure consistent execution of the PETI model across all coaching and performance management sessions.
• Collaborate with Quality, Training, and Operations leadership to identify recurring supervisor performance gaps and design targeted interventions.
• Review and analyze coaching logs, QA reports, and performance data to identify improvement opportunities and track progress.
• Facilitate train-the-trainer sessions or calibration workshops to elevate coaching standards across teams.
• Serve as a mentor and resource for coaches, QA specialists, and L&D facilitators seeking to enhance their own coaching capabilities.
• Provide weekly and monthly reports summarizing impact, key observations, and actionable insights.

Subject-Matter Expert Coach enhancing supervisor development at Wing.

SME Coach

Experienced SME Coach enhancing coaching excellence and supervisor development. Supporting underperforming supervisors with intensive coaching and structured follow-through to improve performance metrics.

• Partner with our Success and Training teams to guarantee VA success with their client during their first 90 days
• Reduce the overall number of VAs in their care being released due to VA performance, VA training, and Poor Customer Management
• Reduce the overall number of VAs in their care resigning from BVA
• Increase the number of VA referrals to our recruiting team
• Increase client satisfaction with their VA
• Increase VA satisfaction at BVA and improve overall well-being
• Become a standard for BVA culture and ethics

Mentor guiding virtual assistants at PLACE Real Estate

Mentor – Performance Coach

Mentor guiding virtual assistants at PLACE Real Estate, focusing on their success and well-being. Partnering with training teams to ensure VA performance and overall improvement.

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Performance Coach

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SME Coach

Mentor – Performance Coach